Archive | June, 2009

Consistency builds trust

by Kevin Stirtz

Here is your Daily Dose of Amazing Service:

Consistency builds trust.

And here are some additional thoughts on this topic…

Long term, sustainable increases in customer loyalty require trusting relationships between customer and companies. As a customer, I’ll keep doing business with you if I believe your goal is to help me. The more I trust you, the easier it is for me to believe you’re in business to help. The two go together like chocolate and peanut butter.

Posted in All, Loyalty0 Comments

Customer Service Quote for June 30, 2009

by Kevin Stirtz

The best way to find yourself is to lose yourself in the service of others.

-Mahatma Gandhi
The Essential Gandhi: An Anthology of His Writings on His Life, Work, and Ideas

Posted in All, Tips0 Comments

Improve Your Customer Service Every Day

by Kevin Stirtz

Here is your Daily Dose of Amazing Service:

Improve Your Customer Service Every Day

And here are some additional thoughts on this topic…

In the world of customer service, you need to get better or you’ll fall behind. The Disney organization is well known as a model of quality customer service. And yet they constantly train and focus on how to improve the service they offer their customers. One reason they do this is because they understand the quality of customer service is relative to what customers expect. As you deliver better service, your customers get accustomed to it. They expect it. So you need to improve or they’ll feel your service level has declined.

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Customer Service Quote for June 29, 2009

by Kevin Stirtz

The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.

-Peter Drucker
Author of: The Daily Drucker: 366 Days of Insight and Motivation for Getting the Right Things Done

Posted in All, Tips0 Comments

Customer Service Quote for June 26, 2009

by Kevin Stirtz

“Why wait to be memorable?”

-Anthony Robbins
Author of: Unlimited Power : The New Science Of Personal Achievement

Posted in All, Tips0 Comments

Meet your customers where they are

by Kevin Stirtz

Here is your Daily Dose of Amazing Service:

Meet your customers where they are.

And here are some additional thoughts on this topic…

Do any of these sound familiar?

The doctor’s office that makes you present an insurance card every time you are there even though the information is the same. The insurance agent who insists you meet in person at their office. The contractor who says “I’ll be there between 8am and 4 pm” and is still late. The restaurant hostess who will not seat you until all the people in your group have arrived. The salesman who only talks about his products and never asks you what you’re trying to accomplish. The company website that has no phone numbers or emails to contact them.

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Amazing Service Podcast #8 June 25, 2009 (“Dogs are people too” edition)

Amazing Service Podcast #8 June 25, 2009 (“Dogs are people too” edition)

by Kevin Stirtz

Welcome to the June 25 edition of the Amazing Service podcast, the world’s only customer service podcast that originates in Burnsville, Minnesota.

Today we discuss dogs, customer experience and a former restaurant guy who’s crazy about customer service.

Enjoy the show!

Posted in All, Experience0 Comments

Serve your customers

by Kevin Stirtz

Here is your Daily Dose of Amazing Service:

Serve your customers

And here are some additional thoughts on this topic…

We’ve all dealt with people and companies that try to sell us what they want us to buy. They try to fit our need to their solution. They send us away with no help if what we want is something they cannot quickly and easily do. Their entire focus is on what they want to accomplish. They are not delivering customer service. They are only serving themselves and their company.

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Give Your Customers a Great Experience

by Kevin Stirtz

One of the best ways to keep your customers coming back and get more referrals is to give your customers a great experience. And that’s true even when your customers aren’t human.

When I watch this video, not only would I want our dog to be a “customer”, I want to go there too! If you like dogs you’ll love this video. It doesn’t tell you the experience this doggy daycare business provides. It shows you. And it does so brilliantly.

Customer service is more than

Posted in All, Experience0 Comments

Customer Service Quote for June 25, 2009

by Kevin Stirtz

“Let me pass, I have to follow them, I am their leader.”
-Alexandra Ledru-Rollin

Posted in All, Tips0 Comments

Subway Offers Both Extremes of Customer Experience

by Kevin Stirtz

Jay Leno and I both enjoy Subway. While I can’t speak for Jay, I can tell you why I like it. They offer relatively healthy food fast and at a fair price.  And, usually you get the same experience no matter where you are.The Subway in Montgomeryville, PA offers the same basic experience as the one in LaJolla, CA.

There is value in this.  It brings familiarity and comfort to people. It’s nice to know what to expect and then get it, whether you’re at home or 1,000 miles away. And if you get a little more than you want and expect, the odds are you’ll go back and you’ll tell others about it. The consistency will build loyalty. That loyalty can reinforce the quality and consistency. It becomes a virtuous circle.

But what happens when

Posted in All, Experience2 Comments

Amazing Service Guy on the Radio

by Kevin Stirtz

This Saturday, June 27, you can hear the Amazing Service Guy on live radio in the Twin Cities. I’ll be a guest on Mark Kozlak’s show, Calling for Color. The show is on Saturday morning from 9:00 to 9: 30 am on KLBB Radio 1220 AM.

Here’s why you want to listen to this show.

Posted in All, Experience0 Comments

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Service Recovery

Are Your Customer Service Recoveries Really Recoveries?

Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal.

When she arrived home, we discovered that the “special sauce” was not included in the order.

I called the order desk to report this lapse and the conversation went something like this.

Technology

Customer service and Twitter

The popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet. In reality, customers can electronically tell millions of people about their experiences. And now, with Twitter, people can tell others about their experiences as they happen.

Feedback

How to get amazing online reviews from your customers

More and more customers are going online before AND after they do business with a company. They’re getting smart about using online tools to make the best decision about who they do business with.

To thrive in this new world of connected customers you need to do more than ever to make sure your customers get the experience they want. If you do this well you can leverage the power of online feedback and reviews to grow your business. If you fail at this, the online chatter about your business can tarnish your reputation both online and off.

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